Telecom

Debt Collections & Litigation

Voice and data specialists supporting your third party collection efforts.
Asset research team for litigation investigation

Workforce Management

Removes guesswork from contact center planing
Personal data management
Schedule development
Contract and collector forecasting
Shift optimization

ACD/IVR Dialing Technology

Automatic Call Distribution technology for rules-based call routing
Integrated Voice Response functionality allows intelligent routing

Inbound Customer Service

Employ key customer service agents
Scalable capacity planning

Data Breach Assistance

Scalable contact center based on requirement
Communication capabilities in 100 languages

First Party Extended Client Team

Acts as extension of our client's business

Wireline Consumer

Pre-Collect & Secondary placement
Across market segment

Wireline Business

Pre-Collect placement
Across market segment

Mobile Bill Collections

Pre-Collect & Secondary placement
Across market segment

Bundled Packages

Pre-Collect Wireline portfolio

First Party

Inbound new Spanish business

OASIS - Audit & Performance Management Services

OCA Portal

Designed and implemented a comprehensive portal to assign accounts to OCA's
Extremely user friendly with GUI reports

Audit Manager

Ensures adherence to work standards
Allows remote auditing
Enhanced balance verification & collection fee approval process
Automated bankrupty scrub results, settlement and deceased files to client for emulations

Case Study – Third Party Telecom Collections

High-Volume Borrower Support

Challenges

The Tier 1 Telecom Domain customer needed to outsource to a Registered MBE Business and needed an agency capable of handling large national monthly volumes to improve third party telecom collections in the pre-collection stream. Specifically, the customer sought to:

Establish new revenue-generating services
Fulfill internal diversity spend requirement percentages

Solution

We aligned our existing Registered MBE Business to surpass customer's initial requirements and deliver incremental value:

Met internal diversity spend requirements
Improved overall collection results by outsourcing pre-collect accounts
Reduced overall collection costs internally
Utilized existing agency tenure, experience and long-standing relationship

Benefits

Maintained and delivered competitive performance and results since 2006
$ 775M placed in 2014
$ 54M recovered in 2014
Expanded from one region of business to a national platform with many additional services
Market shares grew as high as 75%